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Contributor
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1 Message
Family map not able to locate iPhone 5!!!
Please help! The family map service is giving a message of "not able to locate" one of the numbers on my plan.. . It is an iphone 5 and we were able to locate this number before the phone/software upgrade. The phone is on and in clear range. It seems like a glitch with the new iPhone software. Is there a fix out there?
Thanks in advance!
Responses
jamileh
Former Community Manager
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5.2K Messages
8 years ago
Thank you for the additional feedback, I appreciate it.
To clarify, I work for AT&T and the team I provided the feedback for is also within AT&T.
Unfortuantely, I cannot offer any technical expertise as to why the Companion App is necessary.
As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages.
Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.
I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.
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cheech328
Mentor
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20 Messages
8 years ago
This problem locating Iphone 5 is now 7 months old. The ATT companion is not a solution as you have heard from so many people on this community blog. There are also many people out there that have complained to AT&T. As I stated in a prior post, I have had the AT&T family map since its inception in 2010. I do not see what the problem is that the GPS cannot be tracked as in the upgrades from the 3 to the 4 to the 4S. What is so different about the Iphone 5 that it cannot work correctly with the app, and why doesn't anyone listen to the public that uses it. It should not take 7 months to correct this problem. I returned 2 of my kids' Iphone 5s and my friends that utilize the app will not even buy the Iphone 5 for their kids knowing the app doesn't work on it. If you are the liason between ATT & the Family Map and technical support, please let them know that I am getting the feeling that AT&T could care less if they correct the problem or not. I do know that I am currently looking into Sprint as the family map locator from Sprint works with Sprint's Iphone 5. Any one of us who love this app to keep our children safe can just go and sign-up with Sprint and track our children's Iphone 5s with the Sprint Family Locator which works with IPhone 5. So if Sprint can do it, why can't AT&T!!!!!!! We do not want to use the companion - you guys are going backwards and seem to care less about what the public wants and needs - 7 MONTHS!!!!!! This is ridiculous. There will soon be an IPhone 5S and an IPhone 6 and then what will happen???? You are already behind in fixing this app. I hate to say it but it is important enough an app to me that I will be switching my 5 Iphones to Sprint if and when I upgrade just to be sure that I can safely locate my children!!!!!!
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ATTJulieCS
Former Employee
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1.1K Messages
8 years ago
We certainly understand your frustration. Our teams are evaluating potential solutions, but unfortunately, we don’t have an estimated timeframe when a resolution will be available. In the meantime, AT&T Check-In is the best way to continue using the Family Map service with iPhone 5.
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Emj767
Contributor
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2 Messages
8 years ago
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Emj767
Contributor
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2 Messages
8 years ago
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wingrider01
Expert
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12.2K Messages
8 years ago
check in alows you to send your location, it appears to also allow family map to work. if you want to see about a refund - I would recommend that you send a Private Message to
@ATTHelpForums is part of the AT&T customer service team, They may be able to resolve your Issue. You can expect a reply via return PM between the hours of 7am-10pm CST.
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Sam58
Voyager
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1 Message
8 years ago
Just contacted AT&T with the same issue. If you have had a recent upgrade to an iPhone 5 and their system hasn't registered the new phone, it is still trying to locate the old phone....thus the message "Unable to Locate". You must give them the iPhone5 IMEI & Sim card numbers. They will plug that info into their computer system. Then you have to turn the iPhone 5 off & on......it should then be able to be located. It seems that a new phone should automatically be registered to your account immediately especially if you buy it directly from an AT&T Store!
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wingrider01
Expert
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12.2K Messages
8 years ago
Not for the 5
https://familymap.wireless.att.com/finder-att-family/welcome.htm
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cheech328
Mentor
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20 Messages
8 years ago
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cheech328
Mentor
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20 Messages
8 years ago
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Resse2013
Contributor
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1 Message
8 years ago
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scranford1
Contributor
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1 Message
8 years ago
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JudgeDredd
Tutor
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1 Message
8 years ago
Just for everyones information I have two phones that were just updated. They are not Iphone 5's they are a Galaxy S4 and a S3 and family maps does not work on ether one of them. So I call for support. They told me that family maps would not work on LTE phones. Isn't that just great, I just shelled out a crap load of money for upgrades so I can no longer locate my children. Nice work there ATT.
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s.brylka
Tutor
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6 Messages
8 years ago
If you have an iPhone and your kids have iPhones why are you even using FamilyMap? Just use Apple's Find My Friends app...
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jfojoe
Contributor
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1 Message
8 years ago
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